What do I do if I have made a mistake during ordering?
If you have made a mistake at any stage during ordering please contact us as soon as possible as we start processing your order the moment we receive it. Once the glasses have been made up they cannot be altered. For this reason please double-check your prescription and shipping information before submitting your order.
How long will my order take to arrive?
In most cases we aim to dispatch your glasses within two weeks of receiving your order. However if your order is more complex it may take longer. You may opt for faster delivery option which will be applied if your order is in stock or as soon as it comes into stock. Sunglass orders are dispatched within a week. International orders may take longer depending on your domestic postal service and customs.
Will someone check my order to make sure that I have not made an obvious mistake?
Your order will be checked by a qualified member of staff before it is processed. If they find anything that they think is incorrect or inconsistent they will contact you to confirm or amend your details. Then we will continue to process your order.
What payment methods do you accept?
We accept all major credit and debit cards including MasterCard Visa Visa Debit Visa Electron Maestro and Solo. We process all payments through Hips.com.
Is the payment page secure?
Your payments are kept safe and secure using Sage Pay form integration. Customers are redirected to a secure Sage Pay hosted payment page meaning that no card data is collected or stored on our website. Upon a successful transaction customers are redirected back to our website from Sage Pay, where the order is now complete.
What do you charge for post and packaging?
The cost of post and packaging in Sweden is free for orders over 2 000 SEK and for under 2 000 SEK. the cost is 100 SEK. For Europe and the rest of the world the cost starts from 15 $.
What is your returns and refund policy?
You can return any undamaged items within 14 days of delivery for a full refund of the product price. All prescription eyewear is non-returnable and refunds are not able to be offered, these items are bespoke products. The items must be in a resalable condition when we receive them. Please take care when opening product packaging/boxes, we may not be able to accept returns where the packaging has been damaged beyond what is deemed “reasonable care”.
To cancel your order simply fill in the returns form that accompanied your order and return the item using the provided labels. We recommend returning the item to us using a service that is tracked and requires a signature on delivery. All goods must be returned to us in a resalable condition. Please note that for goods paid for by debit/credit card, we can only make a refund to the card used to make the original transaction.
If a reclaim is need on your product please contact us.